You can always count on him. He is a very ________ person.A. relyB. relyingC. reliabilityD. reliable

High-quality customer service is preached （宣扬） by many，but actually keeping customers happy is easier said than done．Shoppers seldom complain to the manager or owner of a retail store，but instead will alert their friends，relatives，co-workers，strangers-and anyone who will listen．Store managers are often the last to hear complaints，and often find out only when their regular customers decide to frequent their competitors，according to a study jointly conducted by Verde Group and Wharton School．"Storytelling hurts retailers and entertains consumers，"said Paula Courtney，President of the Verde Group．"The store loses the customer，but the shopper must also find a replacement．"On average，every unhappy customer will complain to at least four others，and will no longer visit the specific store．For every dissatisfied customer，a store will lose up to three more due to negative review．The resulting"snowball effect"can be disastrous to retailers．According to the research，shoppers who purchased clothing encountered the most problems．Ranked second and third were grocery and electronics customers．The most common complaints include filled parking lots，cluttered （塞满了的） shelves，overloaded racks，out-of-stock items，long check-out lines，and rude salespeople．During peak shopping hours，some retailers solved parking problems by getting moonlighting （业余兼职的） local police to work as parking attendants．Some hired flag wavers to direct customers to empty parking spaces．This guidance eliminated the need for customers to circle the parking lot endlessly，and avoided confrontation between those eyeing the same parking space．Retailers can relieve the headaches by redesigning store layouts，pre-stocking sales items，hiring speedy and experienced cashiers，and having sales representatives on hand to answer questions．Most importantly，salespeople should be diplomatic and polite with angry customers．"Retailers who're responsive and friendly are more likely to smooth over issues than those who aren't so friendly，"said Professor Stephen Hoch．"Maybe something as simple as a greeter at the store entrance would help．"Customers can also improve future shopping experiences by filing complaints to the retailer，instead of complaining to the rest of the world．Retailers are hard-pressed to improve when they have no idea what is wrong．63．Why are store managers often the last to hear complaints？ ____ A．Most customers won't bother to complain even if they have had unhappy experiences．B．Customers would rather relate their unhappy experiences to people around them．C．Few customers believe the service will be improved．．D．Customers have no easy access to store managers．64．What does Paula Courtney imply by saying"…the shopper must also find a replacement"（Line 2，Para.4） ____ A．New customers are bound to replace old ones．B．It is not likely that the shopper can find the same products in other stores．C．Most stores provide the same kind of service．D．Not complaining to manager causes the shopper some trouble too．65．What contributes most to smoothing over issues with customers？ ____ A．Manners of the salespeople．B．Hiring of efficient employees．C．Huge supply of goods for sale．D．Design of store layout．66．To achieve better shopping experiences，customers are advised to ____ ．A．exert pressure on stores to improve their serviceB．settle their disputes with stores in a diplomatic wayC．voice their dissatisfaction to store managers directlyD．shop around and make comparisons between stores．

many farmers coming into the city have to accept lower rates of pay to_others to employ themA. deduceB. induceC. reduceD. attract

Although expanding into new markets can seem like a daunting process because it involves risk taking, it can _ new opportunities for your business.A. open upB. open toC. open outD. open for

He believed that the greatest of his ______ was that he"d never had a college education.A. griefsB. misfortunesC. disastersD. sorrows

Directions : Translate English into Chinese 英译汉 45 . A phishing website looks like a regular legitimate website . But in fact it is a carefully designed fake website designed to help criminals get your personal information . Through the phishing process hackers try to trick computer users into entering banking passwords or their home addresses.

High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done. Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers—and anyone who will listen. Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde Group and Wharton School. “Storytelling hurts retailers and entertains consumers,” said Paula Courtney, President of the Verde Group. “The store loses the customer, but the shopper must also find a replacement.” On average, every unhappy customer will complain to at least four others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative review. The resulting “snowball effect” can be disastrous to retailers. According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronics customers. The most common complaints include filled parking lots, cluttered (塞满了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople. During peak shopping hours, some retailers solved parking problems by getting moonlighting (业余兼职的) local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space. Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, salespeople should be diplomatic and polite with angry customers. “Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly,” said Professor Stephen Hoch. “Maybe something as simple as a greeter at the store entrance would help.” Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong. 【小题1】Why are store managers often the last to hear complaints? A．Most customers won’t bother to complain even if they have had unhappy experiences. B．Customers would rather relate their unhappy experiences to people around them. C．Few customers believe the service will be improved. . D．Customers have no easy access to store managers. 【小题2】What does Paula Courtney imply by saying “…the shopper must also find a replacement” (Line 2, Para. 4) A．New customers are bound to replace old ones. B．It is not likely that the shopper can find the same products in other stores. C．Most stores provide the same kind of service. D．Not complaining to manager causes the shopper some trouble too. 【小题3】What contributes most to smoothing over issues with customers? A．Manners of the salespeople. B．Hiring of efficient employees. C．Huge supply of goods for sale. D．Design of store layout. 【小题4】To achieve better shopping experiences, customers are advised to ________. A．exert pressure on stores to improve their service B．settle their disputes with stores in a diplomatic way C．voice their dissatisfaction to store managers directly D．shop around and make comparisons between stores

I am ()of the same old breakfast every morning,A. worn outB. tiredC. illD. exhausted

George wasn't in class today. Professor Brown excused him ______.A. from attendingB. of attendingC. to attendD. attending

Suppose you are making a phone call.Match "what you want to do"with "whal-|||-you would say".-|||-What you want to do What you would say-|||-1 Introducing yourself a Please ask him to ring me back. It's urgent-|||-2 Asking for someone b Thanks for calling,bye!-|||-3 Asking the caller to wait c Hold on a minute,please.-|||-4 Leaving a message d May I speak to Ms Hanton,please?-|||-5 Asking for clarification e Hello,this is John Smith from London-|||-6 Hanging up Electronics.-|||-f I beg your pardon?

热门问题